Manager Customer Experience

Vodafone

Maseru

What You’ll Do

Role Purpose

Managing the Customer Experience, Training and Quality Assuarance departments and being the driving force behind the development and execution of end to end Vodacom Customer Experience strategy.

Key Deliverables

Craft and execute Vodafone customer experience strategy: in-depth analysis of customer journeys, pain points and focuses identification

Lead Vodacom Customer Experience Culture Programs: lead cross-functional team, fostering a culture of accountability and continuous improvement

Establish and manage customer feedback mechanisms, leveraging insights to enhance customer experience

Responsible for the design, establishment and management of the CX Ready Gate with the clear goal of standardizing the customer experience in our products and processes. Embedding this Customer Experience Framework into the product lifecycle.

Oversee the day-to-day activities of the Quality Assurance, Training and Testing Teams. These includes training, mentoring... More Detail

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